Digital Transformation · Retail · Omnichannel & Consumer Commerce
Turn Your Shopper & Store Operations
into a Competitive Advantage
Solutions Metrix helps specialty retailers, department stores, franchise networks, and omnichannel commerce organizations modernize how they work — from strategy through long-term success. We start with your commercial goals, not a platform pitch, and stay with you until technology actually delivers value for your sales, marketing, and customer experience teams.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
From Strategy to Long-Term Success
Solutions Metrix doesn't just implement software. We partner with retail organizations across the full transformation journey — from the first roadmap through adoption, optimization, and beyond.
CRM Strategy & Inception
Before any platform decision, we map your in-store, online, and loyalty workflows alongside your POS, ERP, and commerce data requirements. Our CRM Inception service delivers a tailored roadmap with ROI and TCO analysis — so you invest wisely and in full alignment with how your brand serves shoppers across every channel.
Platform Implementation
Every implementation is tailored to your omnichannel customer journey, franchise or store network structure, and loyalty model — never the other way around. We configure CRM as a work tool across Creatio, Salesforce, Dynamics, and Sugar AI built around how your teams actually engage, serve, and retain customers.
Systems Integration
We connect the dots across fragmented technology stacks — POS systems, ERP, e-commerce platforms, loyalty programs, marketing automation, SharePoint, Outlook, Teams, and Boomi iPaaS — so your CRM becomes the shopper intelligence hub your marketing, store operations, and service teams actually rely on.
AI-Enabled Workflows
We embed AI agents directly into marketing and customer service workflows — intelligent churn prediction, automated next-best-offer recommendations, personalized campaign triggers, and natural language access to your CRM and commerce data. AI that works within your customer data privacy and consent requirements.
User Adoption & Training
Adoption is a success metric in every engagement. Role-based training, co-pilot phases, structured feedback cycles, and explicit adoption milestones ensure your store managers, marketing teams, and customer service associates use what we build — from day one.
Managed Services & Optimization
Post go-live, we remain a continuous partner. Recurring support agreements, sprint-based optimization, and customer success planning ensure your platform evolves alongside your store network, product assortment, and seasonal promotional calendar.
The Problems Retail Organizations Bring to Us
Across every format and channel, retail teams share the same core pain — disconnected systems, fragmented shopper data, and no real-time visibility into customer lifetime value, store performance, or the loyalty and retention signals that determine long-term revenue.
Fragmented Shopper Data Across Channels
In-store purchase history lives in POS, online behavior sits in the e-commerce platform, loyalty activity is in a separate rewards system, and email engagement is in a marketing tool. No one has a complete picture of who a shopper is, what they value, or what they are likely to buy next — so personalization is impossible and retention programs run on guesswork.
Disconnected In-Store & Online Customer Experience
A customer who bought online and returns in-store is a stranger to the associate at the register. A loyalty member who calls customer service has to repeat their entire purchase history. Each channel treats the same customer as a different person — creating friction, reducing satisfaction, and undermining the loyalty investment the brand has already made.
Reactive Customer Retention & Churn
Lapsing customers — those who have stopped visiting, whose purchase frequency has dropped, or whose basket size has declined — are identified too late to win back. Without proactive churn prediction and automated re-engagement workflows, marketing teams invest in acquisition while existing customers quietly defect to competitors.
Generic, Non-Personalized Marketing
Marketing campaigns are built on segment averages rather than individual shopper behavior. Every customer receives the same promotion regardless of purchase history, loyalty tier, or channel preference — driving up promotional spend while delivering declining response rates and eroding margin on customers who would have bought at full price.
No Unified Franchise & Store Network Visibility
For franchise networks and multi-store retailers, store-level customer data, service escalations, and loyalty performance are invisible at the corporate level in real time. Regional and brand leadership can't see which stores are underperforming on customer retention or where service quality is driving churn — until the damage is done.
No Real-Time Customer Lifetime Value Visibility
Leadership can't see customer lifetime value by segment, channel, or store in real time. Retention rates, loyalty tier migration, and at-risk cohort sizes are assembled manually from multiple disconnected systems — outdated before they reach the people who need to act on them and incapable of supporting mid-campaign course corrections.
Recognize these challenges in your organization?
We start with a CRM Inception assessment — mapping your workflows and recommending the right path forward before any platform commitment.
Book a Free Inception CallWhat We Build for Retail Organizations
The platform changes based on your needs. The outcomes don't. Every engagement is designed around your omnichannel customer journey, loyalty model, and store network — not the other way around.
Unified Omnichannel Shopper Profile
A single customer record consolidating in-store purchase history, online behavior, loyalty tier and points balance, email and SMS engagement, customer service history, and return activity — synced from POS, e-commerce, and loyalty platforms in real time. Every associate and every system sees the same shopper, every time.
Personalized Campaign & Loyalty Automation
Triggered marketing workflows driven by shopper behavior — purchase milestones, loyalty tier upgrades, lapse warnings, birthday rewards, and replenishment reminders — automated within CRM and synced to your marketing automation platform. Right message, right customer, right moment, every time.
AI-Assisted Churn Prediction & Next-Best-Offer
AI agents monitor purchase frequency, visit cadence, basket composition, and engagement signals to score customer retention risk and surface next-best-offer recommendations — embedded natively in CRM so marketing and store teams act on the right insights before customers are already gone.
Omnichannel Customer Service Management
Service cases linked to the full shopper profile — purchase history, loyalty tier, previous contacts, and open orders visible to every agent and associate regardless of channel. Consistent, context-aware service across in-store, phone, chat, and email without asking the customer to repeat themselves.
Loyalty Lifecycle & Re-Engagement Management
Automated lapse detection, win-back sequences, and tier downgrade alerts built into CRM based on purchase frequency and engagement signals — so retention marketing is data-driven and proactive rather than reactive and generic.
Customer Lifetime Value & Retention Dashboards
Real-time CLV by segment, channel, and store; loyalty tier migration rates; at-risk cohort sizes; campaign ROI; and franchise or store network retention KPIs — accessible to marketing and commercial leadership on demand with no manual reporting.
Franchise & Store Network Management
Store-level customer retention metrics, service escalation tracking, and loyalty performance surfaced at the regional and brand level in real time — so corporate and regional leadership can identify underperforming stores and intervene before churn becomes a structural problem.
POS, E-Commerce & Loyalty Platform Integration
Bidirectional sync between CRM and your POS, e-commerce platform, and loyalty program — in-store transactions, online purchases, and loyalty activity always current in the unified shopper profile. API and SFTP integration models supported across all major retail technology platforms.
We Start with Your Goals. Then We Recommend the Right Platform.
Solutions Metrix doesn't sell platforms — we implement whichever one fits your business best. Our CRM Inception process identifies the right technology before any commitment is made.
Creatio
No-code workflow engine with fast, flexible configuration. Ideal for specialty retailers, franchise networks, and mid-market omnichannel brands needing rapid iteration on customer engagement, loyalty, and service workflows without heavy IT dependency.
Salesforce
Deepest Commerce and Consumer Goods Cloud ecosystem with purpose-built loyalty management, personalization, and omnichannel service modules. Ideal for large retailers and national franchise networks with complex customer data requirements and enterprise marketing operations.
Microsoft Dynamics 365
Native Teams, Outlook, SharePoint, Power BI, and ERP integration. The natural fit for retail organizations already operating in the Microsoft 365 ecosystem with existing Power Platform or Azure investments across the store network.
Sugar AI
Flexible, cost-effective, strong automation. The right choice for independent specialty retailers, regional chains, and emerging omnichannel brands that need a powerful customer engagement platform without enterprise licensing costs or complex implementation timelines.
We Don't Stop at Go-Live
Most technology partners disappear after deployment. Solutions Metrix is built for long-term partnerships — with structured phases from first discovery through ongoing optimization, and adoption as a measured outcome at every step.
CRM Inception
Discovery workshops, ROI & TCO analysis, RASCI and RAID setup, and a tailored roadmap — all before any platform decision, with POS, e-commerce, and loyalty platform integration requirements and omnichannel data architecture mapped from the start.
Workshops & Data Modelling
Collaborative process mapping with your marketing, store operations, e-commerce, customer service, and IT teams. Implementation shaped by your omnichannel customer journey, loyalty model, and store network structure — not the other way around.
Agile Development Sprints
Iterative build cycles with bi-weekly demo gates and transparent sprint reporting. Typically 20+ sprints for a full production rollout including POS, e-commerce, and loyalty platform integrations.
UAT & Go-Live
Structured user acceptance testing, dedicated hypercare support, and phased soft and full go-live milestones — timed around your promotional calendar and peak trading periods to minimize disruption to active customer operations.
Adoption & Optimization
Role-based training for marketing teams, store managers, customer service associates, and admins. Co-pilot phases and feedback cycles. We measure success by adoption rates and customer lifetime value and retention outcomes, not deployment date.
Connecting CRM to POS, E-Commerce, Loyalty, and Your Full Retail Technology Stack
A significant part of Solutions Metrix's value is connecting the dots across fragmented retail technology stacks — so your CRM becomes the shopper intelligence hub your marketing, store operations, and customer service teams actually rely on.
POS Systems
Bidirectional sync — in-store transaction history, return activity, associate-linked sales, and basket data synchronized to CRM shopper profiles in real time. API + SFTP models supported.
E-Commerce Platforms
Online purchase history, cart abandonment signals, browse behavior, and subscription status synced from e-commerce platforms to unified CRM shopper profiles — completing the omnichannel picture of every customer.
Loyalty & Rewards Platforms
Loyalty tier, points balance, reward redemption history, and tier migration events synchronized to CRM shopper profiles — enabling marketing teams to trigger loyalty-aware campaigns without leaving the CRM.
Marketing Automation
Campaign engagement, email and SMS response rates, and promotional behavior synced to CRM customer records — so every campaign is informed by the full omnichannel relationship history.
Boomi iPaaS
Integration platform layer connecting POS, ERP, e-commerce, loyalty, and any retail technology platform to your CRM ecosystem — single integration architecture, full data flow.
SSO & RBAC
Enterprise single sign-on with role-based access controls for marketing teams, store managers, customer service associates, regional directors, and admins — with store-level and segment data visibility rules.
Starfish ETL
Data migration and transformation for consolidating legacy CRM, POS customer master data, loyalty databases, and transaction history into your new unified platform.
BI / Reporting
Real-time dashboards with CLV by segment and channel, loyalty tier migration, at-risk cohort sizes, campaign ROI, store-level retention KPIs, and franchise network performance.
Solutions Metrix gave us what we were missing — a single view of every customer across our stores and online channels. Our marketing team now runs campaigns on real behavior data, our retention rate improved significantly in the first year, and our store managers can finally see which customers are at risk before they stop coming in.
Key Concepts in Retail Digital Transformation
Plain-language definitions of the technologies and processes Solutions Metrix implements for specialty retailers, department stores, franchise networks, and omnichannel commerce organizations.
- CRM Inception
- Solutions Metrix's structured discovery service for organizations evaluating CRM platforms or not yet ready to implement. Includes discovery workshops, ROI and TCO analysis, POS and loyalty platform integration scoping, omnichannel data architecture mapping, and a tailored CRM roadmap — so organizations make a business-goals-first technology decision before any platform commitment.
- Unified Omnichannel Shopper Profile
- A single CRM customer record that consolidates data from every channel a shopper uses — in-store POS transactions, online purchases, loyalty program activity, marketing email and SMS engagement, and customer service interactions — into one complete, real-time profile. Enables every associate, marketing team member, and service agent to engage the shopper with full context regardless of which channel the shopper uses.
- Customer Lifetime Value Management
- A CRM capability that calculates, tracks, and segments customers by their actual and predicted long-term revenue contribution — enabling marketing, loyalty, and service teams to prioritize investment in the relationships most likely to generate the highest return. CLV segmentation drives campaign targeting, loyalty tier design, service prioritization, and retention budget allocation.
- Platform-Agnostic Digital Transformation
- An approach to technology consulting in which the firm recommends and implements the most appropriate platform for each client — rather than reselling a single vendor's product. Solutions Metrix implements Creatio, Salesforce, Microsoft Dynamics 365, and Sugar AI based on client fit, channel structure, and operational requirements.
- User Adoption as a Success Metric
- Solutions Metrix measures every CRM engagement not by go-live date, but by actual platform usage. Role-based training, co-pilot phases, structured feedback cycles, and explicit short-, mid-, and long-term adoption milestones are built into every project scope.
- Loyalty Lifecycle Management
- A CRM capability that tracks and manages the full progression of a customer's loyalty relationship — from enrollment through tier advancement, engagement, lapse risk, and win-back — with automated triggers at each stage based on behavioral signals. Converts loyalty programs from passive points systems into active, data-driven retention engines.
CRM Inception is available to retail organizations regardless of whether they ultimately implement with Solutions Metrix.
Solutions Metrix designs the unified omnichannel shopper profile as the foundational data architecture of every retail CRM implementation — the capability that makes personalization, retention, and service excellence possible.
Solutions Metrix configures CLV models and dashboards to reflect each retailer's specific product assortment, purchase cycle, and margin profile — not a generic e-commerce benchmark.
Platform-agnostic partners prioritize client outcomes over vendor incentives.
In retail, marketing team and store manager adoption is the defining success metric — a CRM that field teams don't use delivers no customer engagement, retention, or lifetime value improvement regardless of how well it is configured.
Solutions Metrix configures loyalty lifecycle stages and behavioral triggers to match each retailer's specific loyalty program structure, tier thresholds, and promotional strategy.
Common Questions About CRM for Retail
Concise, factual answers to the questions retail organizations most frequently ask Solutions Metrix.
Solutions Metrix is differentiated by three things: a platform-agnostic approach — recommending and implementing the right platform for each retailer, not the one they resell; a holistic strategy mindset — starting with omnichannel customer journey, loyalty model, and POS integration requirements before any technology decision; and an obsession with user adoption — treating marketing team and store manager adoption as measured success metrics in every engagement. With 600+ projects and a 9.1 NPS score over 20+ years, the firm is built for long-term partnerships, not one-off deployments.
The best CRM for a retail organization depends on its size, channel mix (in-store, online, or omnichannel), loyalty model, POS environment, and specific customer engagement requirements. Creatio delivers the fastest time-to-value with flexible no-code configuration — making it a strong choice for specialty retailers and franchise networks needing rapid iteration. Salesforce Commerce and Consumer Goods Cloud suits large retailers with complex loyalty management, personalization, and enterprise marketing operations. Microsoft Dynamics 365 is the natural fit for Microsoft-first organizations. Sugar AI offers the best value for independent retailers and regional chains. Solutions Metrix recommends the right platform through a structured CRM Inception process at no cost.
Solutions Metrix builds bidirectional integrations between CRM, POS systems, e-commerce platforms, and loyalty programs via REST API or SFTP, synchronizing in-store transactions, online purchases, loyalty tier, points balance, and engagement history into a unified shopper profile in real time. POS and loyalty integration is scoped and architected during the CRM Inception phase — not added after go-live — so the unified shopper profile is the foundation of every downstream personalization, retention, and service capability built on the platform.
Solutions Metrix implements AI-assisted churn prediction and loyalty lifecycle management as native CRM capabilities — not standalone analytics tools. Purchase frequency, visit cadence, basket composition, and engagement signals are monitored continuously in CRM, generating real-time retention risk scores and triggering automated win-back and re-engagement workflows before customers have already made their exit decision. Lapse alerts, tier downgrade warnings, and behavioral re-engagement triggers are all configured to match each retailer's specific loyalty program structure and customer lifecycle.
Yes. Solutions Metrix serves specialty retailers, department stores, franchise networks, and omnichannel commerce organizations across the United States and Canada — including Los Angeles, New York, Dallas–Fort Worth, Atlanta, Chicago, Miami, Phoenix, and nationally across Canada. The firm is headquartered in Montreal, was founded in 2001, has delivered 600+ projects across North America, and holds a 9.1 NPS score. Engagements are delivered remotely and on-site depending on project phase.